salesforce selfservice implementation guide

Salesforce.com: Salesforce Winter '09

Self-Service Portal Implementation Guide

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Table of Contents

Self-Service Implementation.....................................................................................................................................................3Self-Service Preparation............................................................................................................................................................3Self-Service Setup.....................................................................................................................................................................6Self-Service Reporting............................................................................................................................................................18Example Self-Service Implementation....................................................................................................................................18

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Table of Contents

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Table of Contents

Self-Service ImplementationThis guide outlines the necessary steps to set up and use Self-Service. The guide is divided into the following major sections:

Self-Service Preparation

Make sure your organization is ready for a Self-Service portal.

Self-Service Setup

Configure Salesforce to allow your customers to use Self-Service by taking these steps.

Self-Service Reporting

Use Self-Service reporting features to make the most of your Self-Service portal.

Example Self-Service Implementation

Review a sample Self-Service implementation.

Self-Service PreparationWe recommend you complete the following steps before you implement your organization's Self-Service portal.

Build Knowledge Base & Publish Solutions

Build your company's knowledge base solutions.

Identify Self-Service Users

Decide which customers will be able to use the Self-Service portal.

Determine the Information Your Users Need

Identify the fields necessary for customers to log and view cases.

Customize Case Fields

Create values for case fields so Self-Service users can close their own cases.

Customize Email Templates

Create standard Self-Service email templates.

Customize and Distribute the Self-Service Tip Sheet

Edit the Self-Service tip sheet and distribute it to customers.

Build Knowledge Base & Publish Solutions

Using your Self-Service portal, your customers will be able to search your organization's knowledge base to find answers totheir questions and problems. The knowledge base will consist entirely of solutions that your Customer Support team hascreated in Salesforce.

We recommend you complete these steps to build the knowledge base:

Formalize a standard structure for all solutions in Salesforce

Use a consistent format when creating your organization's solutions. Every Customer Support representative should befamiliar with and able to create solutions using this format.

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Self-Service Implementation

Please refer to the Tips & Hints for Solutions document for recommendations on structuring solutions (available in the Tipssection of the Salesforce online help).

Translate solutions into multiple languages

Enable multilingual solutions so that users can create and translate solutions into multiple languages. Then, when yourcustomers log into your Self-Service portal, they can view solutions in their preferred language. Customers can also chooseto view solution search results in a specific language or all supported languages via a language drop-down list.

Create solutions to answer the most commonly asked questions

Since your customers will be using the Self-Service portal to find answers to common issues, it is a good idea to create asolution for each of your organization's FAQs.

Any standard user of Salesforce has access to create solutions, although you may decide to assign this initial task to a selectgroup of Customer Support representatives.

Finalize the solution review process

To maintain a high level of quality for your knowledge base, it is a good idea to standardize the review process for solutions.We recommend that you use three Solution Status values as follows:

Recommended Solution Status Values

MeaningStatus

Default status for all new solutions.Draft

Solution Managers review all Draft solutions to:Review Level 1 Check for duplicates Make the solution complete Review the solution structure Remove references to any specific customer Add content if necessary Status should then be changed to Review Level 2.

Senior Solution Managers review all Review Level 1solutions to:

Review Level 2

Determine whether the solution should be published tothe Self-Service portal.

Status should then be changed to Review Level 2 andthe Visible in Self-Service Portal checkboxselected.

We also recommend that you decide which Solution Managers will be responsible for publishing solutions.

Categorize approved solutions

Use solution categories to group similar solutions together, enabling customers to browse through and search relevantcategories for solutions that answer their questions.

We recommend that you limit the number of categories to which a solution belongs. If you put solutions into only themost relevant categories, they will be easier for users and customers to find.

If your organization uses multilingual solutions, we recommend that you use the translation workbench to translate categoriesinto multiple languages. Translated solutions inherit the categories of their master solution.

See the Salesforce online help for more information about defining your categories, categorizing individual solutions, andtranslating categories.

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Track the history of solution fields

Select which standard and custom fields to track on the Solution History related list to see when and how users modifiedany solution.

Publish approved solutions

Only published solutions will be available on the Self-Service portal. You will need to identify the solutions you want tomake available, edit the solutions individually, and select the Visible in Self-Service Portal checkbox to publisheach solution.

Identify the "Top 5 Solutions" for the Self-Service Portal

In the Self-Service portal, you can choose to list up to five solutions of your choice on the Home page that users see whenthey first log in.

Identify Self-Service Users

The customers who will be using the Self-Service portal are referred to as "Self-Service users." You should decide whetheryou want to offer Self-Service access to all customers or only to a select group of customers, e.g., customers with Gold Support.

Identify the customers to whom you will grant Self-Service access

You can create a report in Salesforce or use other customer lists to identify which customers should have access to theSelf-Service portal.

For each company, you can also identify one or more Self-Service super users who will be able to access all cases submittedby anyone in their company.

Create a contact record for each Self-Service user

Make sure that each contact contains a valid email address.

Determine the Information Your Users Need

Identify the fields Self-Service users will see when viewing cases

You can choose to allow Self-Service users to see any standard or custom case fields when they are viewing their open andclosed cases online. You may want to hide any internal or customer-sensitive fields.

Identify the fields Self-Service users will see when logging cases

You can choose to allow Self-Service users to see any standard or custom case fields when they are submitting cases online.Decide which fields should be required when Self-Service users submit a case online.

Customize Case Fields

If you plan to enable suggested solutions, create field values that can be used on cases when Self-Service users close their owncases in the Self-Service portal.

Create values for the Case Status field

Customize values for the Case Status field so that a specific status can be automatically assigned to cases that are closedby Self-Service users.

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Create values for the Case Reason field

Customize values for the Case Reason field so that Self-Service users can choose the specific reasons as to why theyclosed their own cases.

For details on customizing field values, see "Modifying Picklists" in the Salesforce online help.

Customize Email Templates

Email templates help you standardize communication with your Self-Service users. Salesforce provides three basic emailtemplates, which you can customize:

Initial introduction email for Self-Service usersThis email is sent to new users and contains their Self-Service username and password. Salesforce addsthe following text at the end of each email sent with this template:

Username: [email protected] Password: xxxxxx

Reset password email for Self-Service usersThis email is sent to Self-Service users when you reset their Self-Service passwords.

Auto-response email with suggested solutionsThis email is automatically sent to help users solve their own cases submitted via email, Web-to-Case,or from the Self-Service portal. In the auto-response email template, include the suggested solutions mailmerge field, {!Case_Suggested_Solutions}, which provides outbound emails with direct links to the subjectand description of each solution that may help customers answer their inquiries. For details, see "SettingUp Auto-Response Rules" in the Salesforce online help.

Customize and Distribute the Self-Service Tip Sheet

If you want to provide your customers with information about how they can answer their own inquiries using your Self-Serviceportal:

Download and edit the tip sheet provided by salesforce.com

Download the Using the Self-Service Portal tip sheet and edit it to match your Self-Service portal's branding and features,such as suggested solutions and the ability to attach files to submitted cases.

Distribute the tip sheet to customers

Email or post the tip sheet to your website so that customers who want to learn how to answer their own inquiries can doso.

Self-Service SetupFollow the steps below to set up and configure your organization's Self-Service portal.

Self-Service Jump Start

Express setup allows you to enable your portal with a few clicks.

Create Self-Service Web Portal

Determine the location of the Self-Service portal and generate the login page.

Define Self-Service Settings

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Self-Service Setup

Customize your organization's Self-Service Settings.

Customize the Style Sheet

Customize the style sheet to control the branding of your organization's Self-Service pages.

Customize Fonts and Colors

Customize the fonts and colors of your organization's Self-Service pages.

Customize Header and Footers

Standardize your page headers or footers and keep the branding of your Self-Service pages consistent.

Customize Content of Self-Service Pages

Enable the Self-Service portal pages and customize the content.

Enable Self-Service Users

Enable your customers as Self-Service users and provide them with a Self-Service username and password.

Note: You must have the "Manage Self-Service Portal" permission to set up the Self-Service portal. In addition, youneed the "Customize Application" permission to modify the Self-Service page layouts.

If you have Enterprise or Unlimited Edition, you can create a complete single copy of your organization in a separateenvironment to test your customizations to make sure they function the way you expect before implementing them inyour Salesforce organization. For details, see "Creating a Salesforce Sandbox" in the online help.


Jump Start is the fastest way to get your Self-Service portal running. With the click of a few buttons, you can create yourcustom pages and accept a few default settings.

Administrators and users with the "Manage Self-Service Portal" permission can launch the Self-Service Jump Start from theCases or Solutions home page or follow the steps below.


ActionStep

Click Setup Customize Self-Service Self-Service Portal Settings.1

Click the Jump Start button.2

Review the jump start process and click Continue.3

Choose a color theme.4

Edit the default settings as needed and click Save.5

Test your Self-Service portal by:6

1. Clicking Generate to retrieve a test username and password.2. Clicking Access Self-Service Portal to preview pages.3. Optionally, click Invite to allow other users to preview pages.

Enable your Self-Service portal by inserting the link provided to an appropriate place on your website.7

Click Done when finished.8

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Self-Service Setup

Note: Follow the tasks below to further customize your Self-Service portal.

Create Self-Service Web Portal

The Self-Service portal can be hosted on your corporate website or you can have salesforce.com host the portal for you withyour company's logo and branding. If you host the portal yourself, you will want to use at least two HTML frames. The outerframe can contain your corporate logo, website navigation, or other branding content, and the inner frame should be reservedfor the Self-Service content from Salesforce.

Creating the Self-Service Web Portal

ActionStep

Determine the location of the Self-Service login page.

This is the page to which Self-Service users will go to log in to the Self-Service portal. You can place this pageanywhere on your corporate website, or you can simply insert a link to the page hosted by salesforce.com.

1

If hosting the portal yourself, create the HTML frames for your organization's Self-Service login page. Put yourcompany's content in the outer frame.

2

Generate the HTML code for the Self-Service login page.3

1. Within Salesforce, click Setup Customize Self-Service Self-Service Portal Settings.2. Click Generate Login HTML.3. On your website, create a link to the URL provided to have salesforce.com host your Self-Service portal for

you. Alternatively, to host the portal yourself, copy the HTML code provided into the inner frame of your loginpage.

4. Click Finished.

Define Self-Service Settings

The Self-Service settings allow you to customize the Self-Service portal for your organization.

Defining the Self-Service Settings

ActionStep

Within Salesforce, click Setup Customize Self-Service Self-Service Portal Settings.1

Click Self-Service Setup.2

On the Self-Service feature selection page, customize the Self-Service settings. See Self-Service Settings on page9 for descriptions of each setting.

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Save your settings.4

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Self-Service Setup

Self-Service Settings

DescriptionSetting

When checkbox is checked, allows users to log into theSelf-Service portal.

Login Enabled

Displays the Enable Self-Service button on contact detailpages. For contacts in which Self-Service is already enabled,the View Self-Service button displays.

Edit Self-Service Users

The URL of the web page that will be displayed when userslog out of the Self-Service portal, for example,

Logout URL

"http;//www.acme.com." If a logout URL is not specified, theLogout button will not display to users.

The default origin assigned to all cases submitted via theSelf-Service portal. Available values are taken from your

Default Case Origin

organization's Case Origin picklist. You can assign differentdefault origins for cases submitted via Self-Service,Email-to-Case, and Web-to-Case.

Automatically selects the Visible in Self-Service Portalcheckbox for all new cases, including cases created viaEmail-to-Case and Web-to-Case.

Regardless of this default, users creating new cases canmanually set the Visible in Self-Service Portal checkbox.

New Cases Visible in Self-Service Portal

Enables solution categories in the Self-Service portal so thatcustomers can browse solutions by category.

If multilingual solutions is enabled, you can translate solutioncategories via the translation workbench. For moreinformation, see the Salesforce online help.

Enable Solution Browsing

The top-level category accessible by customers in theSelf-Service portal. Customers can view all published solutionsin this category and its subcategories.

If you do not specify this, customers can view all publishedsolutions in all categories.

Top-Level Category for Customer Self-Service

The record type to assign to any case submitted via theSelf-Service portal.

Case Record Type

The email address from which all new user and new passwordemails will be sent, for example, "[email protected]."

"From" Email Address

The name that will be associated with the "From" EmailAddress, for example, "Acme Customer Support."

"From" Email Name

The email template used to send a username and initialpassword to all newly-enabled Self-Service users. Salesforce

New User Template

automatically selects a sample template for you. You can createyour own template or modify the sample.

The email template used to send a new password to existingSelf-Service users when you reset their passwords. Salesforce

New Password Template

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Self-Service Setup

Self-Service Settings

DescriptionSetting

automatically selects a sample template for you. You can createyour own template or modify the sample.

When selected, indicates that the Send CustomerNotification option on a case comment is displayed.

Even if this checkbox is not selected, note that the SendCustomer Notification option still displays on cases if

Enable Notification on New Case Comment

you have enabled email notification to contacts who are notmembers of your Self-Service portal.

The email template used to send a notification to Self-Serviceusers when a public comment is added to one of their cases.

New Comment Template

Salesforce automatically selects a sample template for you.You can create your own template or modify the sample.

Indicates if cases submitted through your Self-Service portalwill trigger your auto-response rules.

Enable Case Auto-Response Rules for

Self-Service Cases

The email template to use when cases submitted through yourSelf-Service portal do not match any auto-response rules.

Case Creation Template

The maximum pixel width of the Self-Service pages fromSalesforce. If hosting the portal yourself, this is the width ofthe inner HTML frame on your Self-Service login page.

Maximum Page Width

The minimum pixel height of the Self-Service pages fromSalesforce.

Minimum Page Height

The complete, publicly accessible URL of your organization'sSelf-Service style sheet, for example,

Style Sheet URL

"http://www.acme.com/styles/selfservice.css." See Customizethe Style Sheet on page 11 for information on creating acustomized style sheet.

Use one of the Salesforce predefined color themes if you donot have a style sheet URL to use. Click the View link to see

Color Theme

the available color themes. See Customize Fonts and Colorson page 11 for more information on customizing color themes.

Term used on the Self-Service portal instead of the term "case"(singular form).

Case Single Term

Term used on the Self-Service portal instead of the term"cases" (plural form).

Case Plural Term

Term used on the Self-Service portal instead of the term"solution" (singular form).

Solution Single Term

Term used on the Self-Service portal instead of the term"solutions" (plural form).

Solution Plural Term

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Self-Service Setup

Customize the Style Sheet

You can customize the Self-Service style sheet to control the branding of your organization's Self-Service pages. Alternatively,you can select one of several predefined color themes.

Customizing the Style Sheet

ActionStep

Select a predefined color theme, or download a style sheet to customize.1

1. Within Salesforce, click Setup Customize Self-Service Self-Service Portal Settings.2. Click the Self-Service Setup button.3. Click the View Color Theme Options link next to the Color Theme field.4. Find a set of fonts and colors you like and click Download This Color Theme. To use a predefined color theme

without customizing it, simply click Select This Color Theme.5. Save the color theme you downloaded and give it to your webmaster if it needs more customization. The

downloaded color theme is a CSS style sheet that your webmaster can edit.

Modify the style sheet as needed.2

Save the style sheet in a publicly-accessible location on your corporate website.3

Enter the URL of the style sheet in the Self-Service settings; see Define Self-Service Settings on page 8.4

Preview each Self-Service page with the customized style sheet.5

1. Within Salesforce, click Setup Customize Self-Service Self-Service Portal Settings.2. In the Self-Service Portal Pages related list, select the Preview links to view a sample of each Self-Service page

with the style sheet.

Customize Fonts and Colors

You can customize the fonts and colors for all your Self-Service pages by selecting a predefined "color theme" and customizingit manually or with a point-and-click editor.

Customizing the fonts and colors

ActionStep

Click Setup Customize Self-Service Self-Service Portal Fonts and Colors.1

Select the color theme you want to customize.2

Choose a portal page to customize.3

Click Edit next to the visual element you want to customize. Some elements are visible only on the selected portalpage, and some are shared across multiple portal pages. Changes you make to shared elements affect all pages.

4

If using the point-and-click editor, select a basic or advanced attribute to customize, and click Edit. If you do notsee the advanced attributes, select the Show advanced attributes box. See Salesforce online help for descriptionsof the page attributes you can customize.

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Self-Service Setup

Customizing the fonts and colors

ActionStep

In the popup window, change the attribute as needed.6

Depending on the attribute you edit, click either OK or Save.7

Click Save to save all changes to the visual element and its attributes. Customizations are not visible to yourSelf-Service users until you set the color theme as active.

8

Repeat these steps to customize all visual elements and their attributes as necessary.9

Click Fonts and Colors from the setup menu.10

Click Set Active Theme.11

Select the theme to activate for your portal, live and in real-time. Your organization can only have one active theme.12

Click Save.13

Customize Header and Footers

You can customize the headers and footers for all your Self-Service pages.

Customizing the Headers

ActionStep

In the Portal Page Section related list, click Edit on the Page Header line.1

Check Show Header to display the header on your portal pages.2

Check Show Header Separator to display a line separating the header from the body of your page.3

If desired, enter a message to display in the header. Use the HTML formatting toolbar to format your message orinsert an image from your Documents library.

4

Click Save.5

Customizing the Footers

ActionStep

In the Portal Page Section related list, click Edit on the Page Footer line.1

Check Show Footer to display the footer on your portal pages.2

Check Show Footer Separator to display a line separating the footer from the body of your page.3

If desired, enter a message to display in the footer. Use the HTML formatting toolbar to format your message orinsert an image from your Documents library.

4

Click Save.5

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Self-Service Setup

Customize Content of Self-Service Pages

You can enable the following Self-Service pages and customize their content.

Types of Self-Service Pages

DescriptionPage

Prompts user for user name and passwordLogin Page

First page users see after they log inHome Page

Allows users to search your knowledge base of solutionsSolutions Page

Allows users to log a case for your Customer Support teamLog a Case

Allows users to see their open and closed cases, and, optionallyto add attachments and comments to their cases

View Cases

Allows users to view solutions that may help them solve theirown cases from the View Cases page and the Log a Case page.

Suggested Solutions

Customizing the Login Page

The Login page is the first page that Self-Service users see; it prompts them to log in.

Customizing the Login Page

ActionStep

In the Self-Service Portal Pages related list, click Edit on the Login Page line.1

Check Show Message to display a message on this page.2

If you enabled the message, enter the text of the message.

Use the HTML formatting toolbar to control the font, size, and color of the message or insert an image from yourDocuments library. Your message can have up to 32,000 characters, including HTML formatting. For example:

3

Click Save.4

On the Self-Service Settings page, click the Preview link to view how the page will look. If you have customizedthe Self-Service style sheet or color theme, the preview shows the page using your customized styles.

5

Customize the Home Page

The Home page is the first page that Self-Service users see after they log in.

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Self-Service Setup

Customizing the Home Page

ActionStep

In the Self-Service Portal Pages related list, click Edit on the Home Page line.1

Select the features that you want to enable for the Home page. For example:2

The Top Solutions List shows the titles of up to five solutions of your choice on the Home page. Self-Serviceusers will be able to select the solution titles to view the full solution details.

The Open Cases List shows the open cases of the Self-Service user who is logged in. The message option allows you to display a formatted message at the top of the Home page.

If you enabled the message, enter the text of the message.

Use the HTML formatting toolbar to control the font, size, and color of the message or insert an image from yourDocuments library. Your message can have up to 32,000 characters, including HTML formatting. For example:

3

Insert merge fields to replace text with your data dynamically.

Click Save.4

If you enabled the Top Solutions list, click Add on the Self-Service Settings page to search for and select solutionsto display in the Top Solutions list.

5

On the Self-Service Settings page, click the Preview link to view how the page will look. If you have customizedthe Self-Service style sheet or color theme, the preview shows the page using your customized styles.

6

Enable the Solutions Page

You can enable the Self-Service Solutions Page from the Self-Service Portal Pages related list. The Solutions page allows usersto see published solutions and any files attached to those solutions.

Enabling the Solutions Page

ActionStep

To enable this page, click Edit on the Solutions Page line.1

Select the Show Solution Page checkbox.2


Enter your message. Use the HTML formatting toolbar to control the font, size, and color of the message or insertan image from your Documents library.


4

Click Save.5

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Self-Service Setup

Enabling the Solutions Page

ActionStep

To see how your Solutions page will look, click Preview on the Solutions Page line. If you have customized theSelf-Service style sheet or color theme, the preview shows your custom styles.

6

Note: Users can browse for and find solutions by category on the Solutions page if you have enabled solution categorybrowsing in the Self-Service setup. See the Salesforce online help for information on defining solution categories andcategorizing solutions.

Customize the Log a Case Page

You can enable and customize the Log a Case Page from the Self-Service Portal Pages related list.The Log a Case page allowsusers to submit new cases to your customer support team. New cases submitted from this page will be automatically createdin Salesforce and assigned to the support representative or queue defined by your case assignment rules.

Customizing the Log a Case Page

ActionStep

To allow users to submit cases from your Self-Service portal, click Edit on the Log a Case Page line.1

Select the Show Log a Case Page checkbox.2




4

Click Save.5

To change the fields that display on the page, click the Page Layout link.6

Click Edit to modify the layout.7

To arrange fields, custom links, and related lists on the layout, select one or more items and drag them to the desiredlocation.

8

Use CTRL+click to select multiple items individually. Use SHIFT+click to select multiple items as a group.

To set which fields are required and read only, select one or more fields and click Edit Properties.9

To organize the page using sections, click Edit next to an existing page section, or click Create New Section tocreate a new page section.

10

Click Save to finish.11

To see how your Log a Case page will look, click Preview on the Log a Case Page line. If you have customized theSelf-Service style sheet or color theme, the preview shows your custom styles.

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Customize the View Cases Page

You can enable and customize the View Cases page from the Self-Service Portal Pages related list. The View Cases pageallows users to view their open and closed cases, to see related solutions, and (optionally) to add comments and attachments

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Self-Service Setup

to their cases. Consider which fields you want to expose to Self-Service users online. You may choose to hide internal orcustomer-sensitive fields.

Customizing the View Cases Page

ActionStep

Click Edit on the View Cases Page line.1

Select the Show View Cases Page box to allow users to view their open and closed cases.2

Select Add Comments to Cases to allow users to add comments to their cases. When a user adds a comment,an email is automatically sent to the case owner.

3

Select Add Attachments to Cases to allow users to upload files to their cases.4

Select Show Message to display a message.5



6

Click Save.7

To change the fields that display on the page, click the Page Layout link.8

Click Edit to modify the layout.9

To arrange fields, custom links, and related lists on the layout, select one or more items and drag them to the desiredlocation.

10

Use CTRL+click to select multiple items individually. Use SHIFT+click to select multiple items as a group.

To set which fields are required and read only, select one or more fields and click Edit Properties.11

To organize the page using sections, click Edit next to an existing page section, or click Create New Section tocreate a new page section.

12

Click Save to finish.13

To see how your View Cases page will look, click Preview on the View Cases line. If you have customized theSelf-Service style sheet or color theme, the preview shows your custom styles.

14

Note: To hide specific cases from users in the Self-Service portal, you can deselect the Visible in Self-ServicePortal checkbox on the case.

Customize the Suggested Solutions Page

You can enable and customize the Suggested Solutions page from the Self-Service Portal Pages related list. The SuggestedSolutions page displays up to ten relevant solutions that may help users solve a particular case. When submitting a case orviewing cases in the Self-Service portal, users can view suggested solutions and close their cases themselves. The suggestedsolutions are not simply found via a keyword search. Rather, suggested solutions are found using a formula that automaticallyscores the relevancy of each solution to the particular case via word frequency, word proximity, case similarity, and relatedsolutions. If multilingual solutions is enabled, suggested solutions returns relevant solutions in multiple languages if they sharecommon words with the case.

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Self-Service Setup

Customizing the Suggested Solutions Page

ActionStep

Click Edit on the Suggested Solutions Page line.1

Select Show Suggested Solutions Page to enable the page in the Self-Service portal.2

Select a Self-Closed Case Status to show in the Status field for cases closed by Self-Service users. Youmust select at least one "Closed" value for this field.

3

Choose the maximum number of suggested solutions to display to users at one time. You can show a maximum often.

4

Select which Self-Closed Case Reasons from which Self-Service users can choose when they self-close theircases.

5


If you enabled the message, enter your message in the text box, using the formatting toolbar to format the size,color, or font.

7

Optionally, insert any merge fields for data that you want to replace dynamically.8

Click Save.9

Enable Self-Service Users

You must enable Self-Service access for all Self-Service users. To enable Self-Service for one of your Salesforce contacts:

Enabling Self-Service Users

ActionStep

Within Salesforce, display the contact record.1

Click the Enable Self-Service button. For contacts in which Self-Service is already enabled, the View Self-Servicebutton displays.

2

Verify the contact's information, and enter any missing information. Note that the contact's Self-Service username,by default, will be the same as his or her email address.

3

Select the Super User checkbox to enable the contact as a Self-Service super user who can view case information,add comments, and upload attachments for all cases submitted by anyone in his or her company.

4

Select the Generate new password and notify user immediately box to have a Self-Service usernameand password emailed to the contact.

5

Click Save.6

To enable Self-Service access for many contacts at once:

Enabling Multiple Self-Service Users

ActionStep

Click Setup Customize Self-Service Self-Service Portal Users.1

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Self-Service Setup

Enabling Multiple Self-Service Users

ActionStep

Click Enable New User(s).2

Enter search criteria to find the contacts you want enabled.3

Click Search.4

Select the contacts to enable from the list of search matches.5

Click Next.6

Make any changes to the users' login information.7

Click Save.8

Note: Click Reset Password(s) to automatically email your newly enabled users a new password.

Self-Service ReportingOrganizations that have a Self-Service portal can gather data about portal use. The Self-Service reporting features include:

Self-Service Usage ReportThe Self-Service Usage Report gives you information about which Self-Service features your customersare using.

Self-Service User ReportThis report gives you access to information about your Self-Service users including their Self-ServiceActive status, Last Self-Service Login, and their associated Account. With this report, you can make amaster list of your active Self-Service users and see who uses the portal regularly.

Helpful Solutions ReportThe Helpful Solutions report displays statistics from Self-Service portals that display solutions. On eachsolution page, customers can indicate whether that solution is helpful. You can use this report whenchoosing the top five solutions for your Self-Service Home page and to verify that customers are able tofind the solutions they need.

Self-Service Fields for Custom Account and Contact ReportsIn any account or contact report, an organization with an enabled Self-Service portal can use the Self-ServiceActive and Last Self-Service Login fields when generating a custom report.

Closed by Self-Service User field for Support ReportsIn any support report, an organization that has enabled both the Self-Service portal and suggested solutionscan use the Closed by Self-Service User field to report on how many cases have been closed by users viasuggested solutions on the Self-Service portal.

Case History and Solution History ReportsThe Case History and Solution History reports show the history of changes to standard and custom fieldswhere field history tracking is enabled.

Example Self-Service ImplementationThe example implementation includes the following customized Self-Service pages:

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Self-Service Reporting

Login Page Home Page View Cases Page Log a Case Page Solution Detail Page

Login Page

This example shows a portal using HTML frames, with the outer frame hosted by the company. You can also have salesforce.comhost your portal without frames.

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Home Page

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View Cases Page

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Log a Case Page

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Solution Detail Page

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Self-Service ImplementationSelf-Service PreparationSelf-Service SetupSelf-Service ReportingExample Self-Service Implementation